Call Monitoring

Call Monitoring enables managers to listen in on agents’ calls without being heard. Telzio provides Call Monitoring for free as part of your service.

In this article, you’ll learn how to activate the Call Monitoring feature for Users and how to monitor calls.

Before you get started, you’ll need to have a User on your Telzio account. Learn more about creating users.

Enable Call Monitoring

In order for a manager to monitor calls, you will need to update their User Permissions.

  1. Navigate to the User page from your Telzio Dashboard
  2. Select the User you want to give Call Monitoring capabilities
  3. Under Permissions, select “Call Monitoring”

How to Monitor Calls

To start monitoring an active call, dial 000 + the extension of the agent you wish to monitor.